After an Auto-Pay event happens, you may notice that some Invoices on the Invoices page are unpaid. The reasons for this can include the following:
ACH or credit card payments declined
Auto-Pay was turned off
Admin User did not attach a manual payment to the Invoice
An unpaid Invoice shows up on a Customer's Billing page like this:
Here are some solutions for the above reasons why Invoices are left unpaid.
Payment Declines
ACH declined
You can view a Customer's ACH (Bank Account) payment decline in the following places:
A/R Aging Report
Auto-Pay settings (Customer's Billing page)
Transaction History (Customer's Billing page)
The charge(s) will go back to the original invoice and the invoice will be current again. Any non-sufficient fund (NSF) fees will go on a separate invoice.
NOTE: If an Admin User does a manual payment, you will need to attach that payment to the Invoice. See Payment not attached below.
For more information about ACH payments and declines, see this support article.
Email Notifications
Admin users who have the setting "Receive failed customer payment emails" turned on will receive the following email notifications:
“Autopay Summary” email, which shows all auto-pay rejected payments. These are credit card and ACH payments that get rejected at auto-pay (and are not in Enrollsy).
“Failed ACH Payments Notification” email, which shows any rejected/failed ACH payments (the ones that show up in Enrollsy).
If you have access to manage admin users, you can change this setting by going to My Company > Users > Admins or clicking here to manage your admins' users. ACHQ (for those with EnrollsyPay) also sends an email to the Speedchex (payment gateway) owner when an ACH payment is rejected.
Customers whose ACH payments fail (and they show in Enrollsy that they failed) do receive an email notification. Customers can log in to their account, update their payment credentials, and try the payment again.
Credit Card declined
A "Declined" credit card payment means Enrollsy's automatic payment system attempted to authorize the card with the credit card company. If auto-pay runs and invoices remain unpaid, the payment is declined.
There will be no record of the payment in the Customer's transaction history in the "BILLING" tab on their account if the payment was unsuccessful.
NOTE: If an Admin User does a manual payment, they will need to attach that payment to the Invoice. See Payment not attached below.
See this support article for information about declined credit/debit card payments.
Admin users who have the setting "Receive failed customer payment emails" turned on will receive the following email notifications:
“Autopay Summary” email, which shows all auto-pay rejected payments. These are credit card and ACH payments that get rejected at auto-pay (and are not in Enrollsy).
If you have access to manage admin users, you can change this setting by going to My Company > Users > Admins or clicking here to manage your admins' users.
NOTE: Customers will NOT receive an email for any credit card payments that fail at auto-pay (and do not show up in Enrollsy).
Auto-Pay off
Enrollsy allows customers to modify and delete payment methods via the Customer portal. Admin Users can also turn on/off a Customer's Auto-Pay setting on the Billing page.
Solution: Double-check that the Auto-Pay setting is still on via the Invoices page if an Invoice remains unpaid.
See these support articles for more information on Auto-Pay:
Payment not attached
When a Customer pays through the Customer portal, any payments (even custom ones) are automatically attached to an Invoice. However, Admin Users have to manually add payments to an Invoice if they make a payment on behalf of a Customer.
There are several ways to pay a Customer's Invoice:
Customer's Billing Page
All payments should pay an Invoice. If there is no Invoice, either an Invoice can be created or the payment goes into an "Unapplied Payment" section of the Credit Balance. See this support article for detailed instructions on how to pay an Invoice.
Any unmatched payment or credits will be matched based on the following schedule:
Enrollsy's Automated System
Enrollsy's Automated System
Enrollsy's automated system uses a predictable schedule for invoice creation, credit reconciliation, and payment collection, as follows:
Task | Frequency | When | Beginning | Ending |
Invoice Creation | Every 1 hr | Hourly | 12:15 am PT 3:15 am ET | N/A |
Credit Reconciliation | Every 1 hr | Hourly | 12:00 am PT 3:00 am ET | N/A |
Payment Collection | Twice a Day | Morning/ Evening | 5:45 am PT 8:45 am ET | 8:45 pm PT 11:45 pm ET |
If you have gone through the above reasons for unpaid Invoices and still have issues, please contact us via the chat button (right bottom corner of the Enrollsy app).
About Syncing Invoices with Advanced Payments
At this time, Admin users cannot link Invoices to payments or sync current Invoices with the account balance. This typically happens when a Customer pays before the Invoice is posted to the account.
Whether the account has Auto-pay turned on or off, the account will be reconciled periodically throughout the day every day. However, it may take longer to reconcile accounts outside of office hours and on weekends.
If you need us to sync an account for you right away, use the chat button within Enrollsy to provide us with the account email address. Please choose these options in the in-app chat box:
View support menu (account issues)
Account Reconciliation
Please make sure that ALL the following is true:
A past payment or credit needs to be synced with one or more invoices
The account balance is different from the amount of the current invoice(s)
There is at least one current invoice (open invoice)
The account is NOT on auto-pay
Be sure to include the account email address of the accounts to be reconciled.
If you have multiple accounts (more than a handful), please attach a CSV file of the account email addresses that need to be reconciled. [To save a document in CSV format, open the file in a text editor or spreadsheet software and use the print function to print as a CSV.]
Invoices Not Paid Due to a Credit
If you have any invoices not paid due to a credit on the account (these are shown in blue in the transaction history), you can remedy this by doing the following:
1- Delete the credit
2- Go to the open Invoice (click manage under current invoice)
3- Click Edit to open the invoice
4- Click the plus button
5- Click Post Credit and add the credit)
6- Click Post to save